Basics of Call Coaching: Techniques for Shaping Call Behaviors (e-Learning):

This self-paced, 3-module e-Learning program focuses on the best practices of call coaching. Students will learn about the benefits of regularly scheduled coaching session, how to effectively communicate to ensure frontline staff understanding and buy-in, and techniques for reinforcing desirable behaviors so they will be repeated in future customer interactions.

Call center supervisors and quality coaches have multiple opportunities in a variety of settings and situations to communicate with staff about their call-handling performance. In this session, students will learn five-step process for effective call coaching. We begin by an overview of a performance management process and identify where coaching fits into this model. An important part of coaching is reinforcement, and this session reviews the various types of reinforcement and when to use each for best results.

Students will learn three distinct techniques for call coaching, each approach adapting to the needs of the frontline agents according to their level of performance as evaluated in the quality monitoring evaluation.

Module 1 - Benefits of Effective Coaching and Diagnosing Call Center Performance
Module 2 - Components of a Five Step Call Coaching Process
Module 3 - Coaching to Celebrate, Clarify and Correct
Students will learn to:

- Identify the benefits of effective coaching.
- Follow a five step call coaching process.
- Define the types of reinforcement and how best to influence performance.
- Identify communication techniques that lead to successful coaching sessions.
- Coach to celebrate, clarify and correct agent behaviors.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122